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What Is NICE CXone?

NICE CXone is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement.

With NICE CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX.

Who Uses NICE CXone?

Organizations of all sizes that need to deliver exceptional voice, digital, and self-service customer experiences across all interaction channels.

NICE CXone Software - CXone Dashboard
NICE CXone Software - Enlighten Copilot
NICE CXone Software - CXone Studio
NICE CXone Software - CXone Performance Management
NICE CXone Software - CXone Interaction Analytics

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Reviews of NICE CXone

Average score

Overall
4.2
Ease of Use
4.2
Customer Service
4.0
Features
4.1
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Saskia
Saskia
Senior Director Sales Marketing in US
Verified LinkedIn User
Restaurants, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Excellent Resource; Future Versions Will Be Even Better

5.0 9 months ago

Comments: It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them.

Pros:

It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly.

Cons:

The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time.

Emily
VP Contct Centers in US
Hospitality, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

InContact Review

4.0 4 years ago

Pros:

Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.

Cons:

Analytics are hard to use and are not accurate based on what I know. InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months. We need additional widgets in the dashboard but can't get them.

NICE Response

4 years ago

Thanks for your detailed review, Emily!

Audrey
Registered Nurse in US
Hospital & Health Care, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great Service

5.0 2 weeks ago New

Pros:

Ease of use! Recording all calls after an easy login

Cons:

We don’t really have issues until a power outage occurs but that is no fault of NICE CXone

Robin
Accountant in US
Food Production, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Invoicing Problematic

2.0 2 weeks ago New

Pros:

Customer service does reach out, but requests not followed through on

Cons:

That every single month I have to email for an invoice. I have asked numerous times to automatically send us invoices monthly. You take our money every month on autopay but always fail to email the invoices. I always have to reach out to you. We constantly have problems with the portal saving passwords and not allowing us to log on. Customer service alleges they have assisted and set us up, but next month I try and can't log in again.

NICE Response

2 weeks ago

Thank you for being a NICE CXone customer. We are very sorry to hear you've had issues with billing. If you'd like additional help navigating this issue, please reach out the email address provided in our response. Thank you for providing feedback to help us serve you better!

Paul
Networks & IT Lead in Australia
Financial Services Software, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

NICE CXone, the complete solution

5.0 10 months ago

Comments: We have had a positive experience, the solution works seamless and is integrated across all of the products on offer

Pros:

This is a complete cloud solution which enables us to have the latest and greatest solution available

Cons:

The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken